Help Desk Analyst job responsibilities include:

• Have supporting skills and customer focus
• Troubleshooting technical issues from the end users
• Gathering the proper information and escalating advanced issues to proper contact point
• Coaching end users on why the issue is occurring and any preventative measures they can take in the future
• Collaboration with the Global Service Desk teams
• Working with improvements with a global mindset

QUALIFICATIONS:

• Provides first-line support to the Sandvik organizations users in Japanese language
• Strong technical aptitude of hardware and networking issues preferred
• Working knowledge of software applications and problem resolution preferred
• Ability to handle a high volume of phone calls
• Ability to respond to technical issues reported by email
• Ability to reference a knowledge database for troubleshooting steps
• Ability to properly categorize incident and request tickets and clearly document reported issues along with contact information
• Ability to be service minded and manage user interfaces